Customer Support Specialist

DCS Recruiting For

Quanta Pay Customer Support Specialist

Role Summary

The QuantaPay Customer Support Specialist is the frontline owner of merchant experience after onboarding. This role exists to resolve issues quickly, clearly, and accurately while reinforcing trust in the QuantaPay platform. The specialist handles day-to-day support requests, payment questions, terminal troubleshooting, workflow guidance, and basic technical triage, escalating only when necessary.

This is not a call-center role and not a sales role. It is a customer-facing, product oriented operational support role where clarity, follow-through, and judgment matter more than speed alone.

Core Responsibilities

Customer Support and Issue Resolution:

• Serve as the primary point of contact for QuantaPay merchants via ticketing system, email, and phone
• Resolve common issues related to:
• Payment processing and settlement questions
• Terminal setup, connectivity, and basic troubleshooting
• Patient payment workflows including terminals, payment links, and payment plans
• Fee structures, deposits, batching, and transaction questions
• Maintain ownership of tickets from intake through resolution, including follow-up with the office

Product And Workflow Support

• Educate offices on proper QuantaPay workflows and best practices
• Identify when issues are caused by process misuse versus system malfunction and respond accordingly
• Provide clear explanations to non-technical dental staff without overcomplicating answers

Technical Triage and Escalation

• Accurately classify tickets and determine when escalation to Product or Engineering is required
• Gather required details before escalation to avoid back-and-forth delays
• Test issues in sandbox or internal tools when appropriate

Documentation and Continuous Improvement

• Contribute to internal knowledge base and SOPs as new issues or patterns emerge
• Flag recurring issues, feature gaps, or confusion points to leadership
• Follow established SLAs and quality standards

Cross-Functional Collaboration

• Coordinate with Onboarding, Product, and Finance when issues overlap
• Support transitions between onboarding and steady-state support

What This Role Is Not

• Not responsible for onboarding new merchants
• Not responsible for sales, renewals, or upsells
• Not responsible for engineering fixes
• Not a script-reading call center position

Required Skills And Experience

Must-Have

• 2+ years in customer support, operations support, or technical support
• Comfort troubleshooting software, payments, or hardware issues
• Strong written communication skills with a professional, calm tone
• Ability to manage multiple tickets without losing accountability
• High attention to detail and follow-through

Nice-to-Have

• Experience with payment processing, fintech, or POS systems
• Familiarity with dental or healthcare workflows
• Experience using ticketing systems like Zoho Desk or similar
• Comfort reading basic logs, transaction records, or reports

Performance Metrics

• First response time
• Resolution time
• Ticket reopen rate
• Merchant satisfaction or CSAT
• Accuracy of ticket classification and escalation